OKX is hiring a
Web3 Head of Institutional Support

Compensation: $116k - $163k *

Location: 14 Kuala Lumpur, Kuala Lumpur, Malaysia

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology. OKX provides hundreds of token & futures trading pairs to help traders to optimize their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally and has a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry. We believe the blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to make innovative achievements that change the world and never stop to improve on our customer experience.

About this Job
The ideal candidate will have a strong technical background, API experience, analytical skills, and proficiency in English & Mandarin - as to work closely with Mandarin speaking clients.
The primary responsibilities of this role include providing exceptional customer support, offering product and API solutions, analyzing and solving customer problems, and collaborating with cross-functional teams. Trading knowledge is highly desirable for this position.
Key Responsibilities:
  1. Provide Exceptional Customer Support:
    • Communicate effectively with clients via telegram(main) & secondary channels to address their inquiries, troubleshoot issues, and provide timely solutions.
    • Utilize strong communication skills, oral and written, in English and at least one other language to ensure effective communication with international clients.
  1. Product and API Solutions:
    • Articulate product and API solutions to clients over telegram and phone (if needed) demonstrating a deep understanding of our offerings.
    • Analyze customer problems, identify root causes, and provide effective solutions to ensure customer satisfaction.
    • Collaborate with the sales and product teams to relay customer feedback and contribute to the improvement of our products and services.
  1. Mentorship and Team Support
    • Provide guidance and mentoring to junior team members to enhance their skills and knowledge.
    • Act as a liaison between the support team and sales/product teams to address customer feedback effectively.
    • Act as a shift lead for time zone coverage, ensuring efficient support coverage across different regions.
  1. Onboarding and Training:
    • Establish onboarding and training programs for new team members, ensuring a smooth integration into the support team.
    • Develop training materials and documentation to enhance the knowledge and skills of the support team.
  1. KPI Tracking and Reporting:
    • Establish a comprehensive KPI tracking system to measure team performance, tool efficiency, and process effectiveness.
    • Generate reports and present insights to senior management, highlighting areas for improvement and achievements.
  1. Recruiting and Team Building:

    • Participate in the recruitment process by interviewing and evaluating potential candidates for the support team.
    • Foster a positive team culture by promoting collaboration, knowledge sharing, and professional development.
    • Remote Team Management:
    • Effectively manage and motivate a remote team, ensuring productivity and maintaining a high level of customer service.
    • Handle initial customer inquiries and provide basic technical troubleshooting to resolve issues promptly.
    • Escalate complex issues to L2 support when necessary, collaborating with them for timely resolution.
    • Focus on efficient ticket resolution to meet service level agreements and ensure customer satisfaction.

  1. Continuous Learning and Improvement:
    • Stay updated with the latest developments in APIs, trading, and related technologies.
    • Collaborate with L1 & L2 support to enhance API knowledge and improve issue resolution processes.
Required Skills
  • Bachelors in STEM or business related fields.
  • General qualification in customer support or related fields.
  • Strong technical background with API experience.
  • Analytical skills to diagnose and solve customer problems.
  • Proficiency in English and at least one other language, including Chinese.
  • Excellent communication skills to engage effectively with clients.
  • In-depth trading and API knowledge.
  • Proven ability to articulate product and API solutions on the phone with clients.
  • Experience in customer problem analysis and solutioning.
  • Previous experience mentoring and guiding team members.
  • Ability to liaise with sales and product teams to relay customer feedback.
  • Previous experience in establishing onboarding and training programs.
  • Strong expertise in remote team management.
  • Proven ability to recruit and build high-performing teams.
  • Experience in establishing KPI tracking systems and reporting.
  • Ability to handle initial customer inquiries and provide basic technical troubleshooting.

Why Join Us?

  • Competitive remuneration package (Basic Salary + Generous KPI bonus program + Annual Increment).
  • Meal Allowance up to RM 500/month
  • Monthly Team Building
  • RM 2500 Benefits per annum (Training & Wellness)
  • Yearly Bonus
  • Hybrid work arrangements
  • Convenient workplace (5 minutes walk from MRT TRX).
  • Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
  • Employee engagement, recognition and appreciation program.
  • Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

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Apply now:

This job is closed

Compensation: $116k - $163k *

Location: 14 Kuala Lumpur, Kuala Lumpur, Malaysia

This job is closed

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